In this week’s episode, Grace and Liel introduce the second block of episodes of their 2020 Growth Tool Kit for law firms, dedicated to intake and retention. They introduce the term “client-centered intake” and explain why law firms should adopt this intake approach.

During the episode, they cover the following elements of intake: availability, empathy and its importance, what telephone etiquette is and what factors you need to consider when creating your rules, and ABC (Always Be Closing)—why the intake agent has to retain control of the conversation.

After listening to this episode, you will learn what client-centered intake is, how your practice can benefit from implementing it, and what steps you have to take to implement it in your law firm.

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